Disposition Actions

Beginning with version 1.40.76 of our admin application users will now have the ability to automatically send a POST when an agent selects a disposition (either from the left menu or the disposition drop down). 

This can be used to send call data automatically to any external system.

Adding An Action

To add an action, simply navigate to Wrap Up Codes (Dispositions) -> Create & Manage

Once you have navigated into the Dispositions module, you will have the ability to either add or edit an existing disposition. For this article, we will be editing an existing disposition.

To add an action, simply double click the empty cell under the Action column for the desired disposition.

For the example above, we are sending the disposition and the phone number data to an external source (in this case zapier). 

To pre-populate information into the string, simply add (#FIELDNAME#) and the system will replace this with any available information contained within the record for the specified field. Note: You will still need to include the variable name. You will also need to enter the field names exactly as they exist in the system (capitalization etc). For example: PrimaryPhone becomes (#PrimaryPhone#), Address becomes (#Address#).
You can find a list of default agent fields here.

Once an agent uses the disposition which has an action set up on it, the system will automatically send the specified data over to the external system. The agent does not have to wait for anything to happen on their end, they simply move on to the next call.

Additionally, you can set this up to happen automatically for system dispositions as well.

Simply recreate the system disposition within the dispositions module (make sure to configure its settings appropriately, for example callable/non-callable).

Once you've created the disposition, just add your URL string to the action. Once added, any time the system uses this disposition (in the example below CR_CNCT/CON_PAMD or Positive Answering Machine Detection) it will fire off your action automatically. 

Note: When setting an action for a system disposition, make sure to set the location to Hidden. You can find a list of system dispositions here

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